Everyone interested in aligning IT with business, controlling or reducing IT costs, improving IT service quality, and balancing IT resources in the most effective manner should consider Information Technology Infrastructure Library (ITIL). ITIL helps business control IT spend, improves service quality, and helps allocate IT teams and resources in the most effective manner.


Intermountain Healthcare and ITSM

Intermountain Healthcare is an internationally recognized, nonprofit system of 22 hospitals, a Medical Group with more than 185 physician clinics, and an affiliated health insurance company, SelectHealth.  Over the past decade, Intermountain Healthcare has established a reputation for best in class clinical programs.  Through this effort, senior leadership challenged all aspects of the system to look for improvement opportunities.  The answer for Intermountain Healthcare Information Systems was to focus on a service oriented framework where people, process and technology intersect to form a best-in-class solution.

In 2009, Intermountain Healthcare Information Systems implemented a framework to more effectively provide services to our internal customers.  Based on investigation and research, we determined IT Service Management (ITSM) was an optimal way to achieve this goal. ITSM is a process-based practice which aligns the delivery of information technology services with the needs of the business with an emphasis on delivering customer value. We utilize best practice process models adopted from Information Technology Infrastructure Library (ITIL). 

Our ITSM implementation has provided I.S. with the tools needed to improve our customer service levels.  Through our ITSM approach, we have provided our customers with clarity regarding our I.S. services. We are interested in sharing our experience and journey with you to help improve the IT outcomes within your organization.   

Intermountain Healthcare and ITIL

During the last three years of teaching the ITIL Foundation course to over 1,000 IT employees, we have accomplished a common language, common processes, and better understanding of and response to customer needs. 

We have refined our methods of teaching the course by listening to participant feedback, implementing suggestions for improving retention, and clarifying complexities.  As a result our ITIL exam pass rate exceeds 95%!

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